Services Operations Specialist

About the role

Quadbridge is a fast-growing North American IT solutions provider, empowering businesses to navigate complex challenges daily, through strong partnerships with leading technology providers and close collaboration with our team and customers. With locations in Kitchener, Montreal and Vancouver, we strive to create an energetic, fun workplace where ambitious, like-minded teammates collaborate, innovate, and thrive as we continue to grow our national footprint. We are Quadbridge. See how we're building tomorrow's solutions, together. This Role: The Services Operations Specialist is responsible for supporting the day-to-day operations and financial performance of the services organization. This role partners closely with Services Leadership, Finance, Sales, and Delivery teams to ensure accurate billing, effective resource utilization, reliable forecasting, and disciplined operational processes. This position is ideal for a detail-oriented, analytically minded professional who understands how services delivery, financial performance, and operational rigor come together in a technology services business. This role will be reporting to the VP, Professional Services

Responsibilities

• The Services Operations Manager is critical to ensuring the services organization operates with financial discipline, operational clarity, and predictable performance, enabling delivery teams to focus on customer outcomes while leadership makes informed, data-driven decisions.
• Within the first year, this role will help drive improved services margin predictability, higher billable utilization, cleaner forecasting accuracy, and scalable operational processes that support growth.
• You will be successful in the role if you:
• Have operated inside a professional services P&L
• Enjoy building order from ambiguity
• Are comfortable challenging leaders with data
• Care deeply about forecast accuracy and operational discipline
• Services Financial Operations
• Own and manage services billing processes, ensuring accuracy, timeliness, and alignment with contracts and statements of work (SOWs).
• Partner with Finance on forecasting, revenue recognition, invoicing schedules, and backlog management.
• Monitor services margins, billable utilization, and cost drivers; identify risks and improvement opportunities.
• Oversee pricing, rate cards and discount governance for services.
• Define and enforce standards for project and agreement setup, time entry, billing milestones and reporting.
• Resource Management & Utilization
• Lead resource planning and allocation across projects and engagements.
• Track and report on billable utilization, capacity, and demand vs. supply.
• Partner with Services Leadership to resolve resourcing conflicts and optimize team deployment.
• Maintain accurate skills, availability, and role data within the PSA system.
• Forecasting & Reporting
• Develop and maintain services revenue, margin, and capacity forecasts.
• Produce regular operational dashboards and reports for leadership, including:
• o Utilization and capacity
• o Revenue vs. forecast
• o Backlog and pipeline conversion
• o Project financial health
• Analyze trends and variances, providing insights and recommendations to improve predictability and performance.
• Contract & Engagement Administration
• Lead the operational administration of customer contracts, SOWs, change orders, and renewals.
• Ensure operational compliance with contract terms (billing milestones, T&M vs. fixed-fee, deliverables).
• Partner with Sales and Legal to review services terms during deal structuring.
• Maintain accurate documentation and audit trails within CRM, PSA, or ERP systems.
• Process, Tools & Continuous Improvement
• Own and improve core services operations processes, including order-to-cash and project setup.
• Responsible for services data integrity and operational workflows across PSA, CRM, and ERP tools, ensuring data quality and process adoption.
• Identify opportunities to improve efficiency, scalability, and reporting accuracy.
• Support services leadership with operational readiness for growth, new offerings, or organizational change.

Requirements

• 5-8+ years of experience in services operations, business operations, or financial operations, ideally within a technology or professional services environment.
• Strong understanding of:
• o Professional services billing models (T&M, fixed-fee, retainers)
• o Utilization and capacity planning
• o Services forecasting and financial reporting
• Experience working with PSA, ERP, and CRM platforms (e.g., NetSuite, ConnectWise, etc.).
• Advanced analytical and Excel / reporting skills.
• Strong attention to detail with the ability to operate at both tactical and strategic levels.
• Operational discipline and financial acumen
• Strong communication and stakeholder management
• Ability to translate data into actionable insights
• Process-oriented mindset w

Benefits

Additional Information

Services Operations Specialist

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at quadbridge? Share your experience